ValidaTek, Inc

Application Support Engineer

Location US-VA-McLean
ID 2024-04-2169
Information Technology
Position Type
Location Detail

Company Overview

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation.


ValidaTek is seeking a highly qualified Application Support Engineer to support the Department of State, Bureau of Consular Affairs Queue Management (CAQM) lobby line management and customer experience program. The CAQM program provides software, hardware and capabilities that improve the customer waiting and service fulfillment experience at the bureau’s domestic Passport Agencies and Overseas Posts. These locations provide Passport, Visa and Overseas Citizen services for U.S. citizens and foreign nationals.


The Application Support Engineer will provide deployment and application support for a customized version of the Q-Flow lobby line management software system as well as the associated software and hardware components that are integrated into the functionality of the system (customized software modules to expand COTS capabilities, self-service kiosks, manager dashboards, over-the-counter media player displays, lobby media player displays, ethernet cabling, HDMI extenders, USB extenders, scanners, printers, etc).  Working as the Application Support Engineer, you will act as a liaison between the end-customer, business units and operations/development/engineering teams.  The candidate must be a team player willing to work a flexible schedule when required per deployment schedules (evenings, weekends, and occasional holidays).   Support will mostly be remote, assisting the boots on the ground support teams. However, occasional travel CONUS and OCONUS for more complicated support is in scope for this position.


  • Function as an application subject matter expert, understanding the customer’s overall business processes and workflows and how the application can be configured to meet requirements.
  • Analyze and learn complex client workflows and modify application configuration to match the needs of the workflow.
  • Conduct requirements gathering meetings, interfacing between clients and developers who modify application code to implement new application capabilities.
  • Develop test plans and conduct software testing.
  • Assist clients in troubleshooting and resolving software issues.
  • Facilitate the deployment of application releases.
  • Complete basic business analysis and assist in completing engineering reviews of new locations who will install the application.
  • Assist in all active deployments by coordinating with both overseas and domestic sites to help to troubleshoot deployment issues.
  • Assist with scheduling and coordinating calls with sites to determine their specific application configuration requirements.
  • Prepare for introductory, configuration and support calls with sites.
  • Document and communicate all steps for deployment, and how to resolve issues that may arise with customers in real time.
  • Assist Training Team with developing training materials for overseas and domestic sites.
  • Provide detailed and organized information/documentation about each deployment.
  • Leverage technical and functional expertise in identifying, evaluating, and testing systems.
  • Travel on deployments to overseas US Embassies and US based Passport Agencies as necessary to facilitate deployments and provide onsite support.
  • Track and manage milestones for multi-year deployment timelines.
  • Develop a range of how-to materials, SOPs, and user guides.
  • Assist production support and change request teams with functional design and testing.
  • Assist with site deployment and communication activities including attending meetings, participating in change management efforts, and providing input for training materials.


  • BA/BS degree and at least 5 years of experience working in a technical position.
  • Active Secret Clearance
  • Must possess or have the ability to obtain US Passport immediately upon hire.
  • Must be a team player with schedule flexibility to support customers in many time zones (ability to occasionally work during evenings, weekends and occasional holidays.  Holidays would tend to be days such as Columbus Day, MLK day, etc as opposed to Christmas and Thanksgiving)
  • Detailed knowledge of software development and deployment lifecycles
  • Demonstrated ability to learn complex software systems and perform customized configuration tasks via software GUI.
  • Proficiency in Excel
  • Self-initiator with independence to acquire and maintain technical skills for professional development.
  • Experience leading meetings and presenting projects.
  • Strong organizational skills and attention to detail.
  • Excellent oral and written communication/presentation skills.
  • Ability to work in a challenging environment and manage multiple customers.
  • Strong software and system troubleshooting abilities.
  • Able to find creative solutions to problems presented by clients
  • Experience working in agile delivery models

EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.


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